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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations in physical operations—agriculture, construction, field services, transportation, and manufacturing—to harness IoT data for actionable insights and operational improvement.
As a Customer Experience Strategy Manager, you will be a critical member of the CX Strategy team reporting directly to the Head of CX Strategy. Your mission is to advance superior customer experience throughout the end-to-end customer journey, driving loyalty and growth by translating customer feedback and AI-powered insights into company-wide action.
Key responsibilities include:
- Lead voice of the customer (VoC) program management, leveraging both traditional methods (customer visits, interviews) and emerging AI tools (LLM-based theme extraction, AI-inferred sentiment analysis)
- Partner across the organization to execute new customer listening programs and deliver holistic, real-time voice of customer assessments
- Analyze customer journeys and data to identify pain points and opportunities for engagement, business strategy, and service quality improvements
- Tell compelling data-driven stories that influence leadership and drive organizational change
- Combine customer experience program management expertise with analytics capabilities to understand and empathize with customer needs
You bring extensive VoC program management experience, a passion for customer data, and a proven track record of driving insights that improve customer experience. You understand how AI is transforming customer listening and feedback analysis, and you're excited to modernize how Samsara runs its listening programs. You excel at deep-diving into customer data, synthesizing qualitative and quantitative insights, and communicating findings compellingly to stakeholders.
This remote position is open to US-based candidates, excluding the San Francisco Bay Area, NYC Metro Area, and Washington D.C. Metro Area.
